The secret of the service catalogue. Panel discussion 9 th April 2014

Transcription

1 The secret of the service catalogue Panel discussion 9 th April 2014

2 The panellists Colin Rudd: is a leading author of the ITIL guidance and is one of the most experienced service management professionals in the world. He is an ITIL Master and has assisted many organisations implement successful service management programmes. In 2002, Colin was awarded the service management lifetime achievement award for his contribution to the service management industry. Martin Andenmatten: is founder and managing director of Glenfis Ltd, a leading service management and governance consulting and training company, located in Switzerland. Martin is ITIL Master and CISA, CRISC and CGEIT and as such, he knows well how to use and integrate both, the ITIL and COBIT frameworks in order to build a controlled service environment for the governance and management of enterprise ITs. Patrick Bolger: joined Hornbill in 1998 and was appointed Chief Evangelist in An industry veteran, he has significant first-hand experience of the issues facing IT and is an influential and recognized authority in the Management arena. Patrick is an active contributor to a number of strategic groups and community initiatives that influence the future of the service management industry. Crown Copyright reproduced under license from the Cabinet Office Slide 2

3 What is a service? A service is a means of delivering value to customers, by facilitating outcomes they want to achieve without the ownership of specific costs and risks. What is a service catalogue? A database or structured document with information about all live IT services, including those available for deployment. Crown Copyright reproduced under license from the Cabinet Office Slide 3

4 Management The requirements/demand: service A Process 1 Process 2 Process 3 The utility: Name, description, purpose, impact, contacts,. Policy/Strategy Governance Compliance Customer facing IT The warranty: level, targets, service hours, assurance, responsibilities,. SLAs / SLRs The assets/resources: Process, supporting targets, resources,. OLAs Contracts Supporting s IT Processes The assets/resources: Systems, assets, components,. Infrastructure Environment Data Applications The assets/resources: Resources, staffing, skills,. Support Teams Suppliers Crown Copyright reproduced under license from the Cabinet Office Slide 4

5 catalogue Portfolio Status: Requirements Defined Analysed Approved Chartered Lifecycle Designed Developed Built Test Released Operational Retiring Pipeline Catalogue Customer/support team viewable section of the service portfolio (the service catalogue, with selected fields viewable) Retired Retired s Crown Copyright reproduced under license from the Cabinet Office Slide 5

6 Scoping the service catalogue catalogue process 1 process 2 process 3 / customer service catalogue view A B C D Customer-facing service Supporting service Technical / supporting service catalogue view Links to related information assets / configuration records Crown Copyright reproduced under license from the Cabinet Office Slide 6

7 What is a service request? A formal request from a user for something to be provided for example, a request for information or advice; to reset a password; or to install a workstation for a new user. requests are managed by the request fulfilment process, usually in conjunction with the service desk. requests may be linked to a request for change as part of fulfilling the request. Crown Copyright reproduced under license from the Cabinet Office Slide 7

8 requests Request menu/catalogue catalogue request Request fulfilment process Request model(s) Fulfilled service request Request for change (RFCs) Workflows / tasks Crown Copyright reproduced under license from the Cabinet Office Slide 8